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Customer Success Support Specialist

Wizcom Tech

Telford

Hybrid

GBP 29,000 - 35,000

Full time

17 days ago

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An innovative firm is seeking a Customer Success Support Specialist to enhance customer satisfaction through effective onboarding, training, and support. This role is perfect for those who thrive on building relationships and advocating for customer needs. You will engage with clients to ensure they achieve their goals with the company's educational solutions, monitor customer health metrics, and collaborate across teams to improve processes. If you are passionate about education and customer success, this opportunity offers a dynamic environment where your contributions will significantly impact customer experiences and product adoption.

25 days holiday

Hybrid working

3+ years of experience in education, particularly in Literacy or SEND.
Strong communication and relationship-building skills are essential.

Guide customers through onboarding and training for effective solution adoption.
Provide professional support and troubleshoot technical issues.

Customer Relationship Management

Communication Skills

Problem-Solving

Project Management

Technical Support

Experience in Literacy, English, and/or SEND education

Microsoft 365

CRM platforms

Are you passionate about education and customer success? At Wizcom Tech, we're looking for a Customer Success Support Specialist to ensure our customers achieve their goals with our innovative solutions. Drawing on your experience in Literacy, English, and/or SEND support or teaching in any key phase, you'll play a key role in onboarding, training, and supporting customers, fostering long-term relationships, and driving customer satisfaction.

If you love working closely with people, advocating for their needs, and helping them succeed, this is the perfect role for you!

Key Responsibilities

Onboarding & Training: Guide customers through onboarding, deliver tailored training, and ensure effective solution adoption.
Customer Advocacy: Serve as a trusted advocate, gathering feedback and collaborating with internal teams to enhance the customer experience.
Support: Provide empathetic, professional responses to inquiries, troubleshoot technical issues, and resolve complex cases with clear communication.
Engagement Monitoring: Track customer health metrics, proactively address concerns, and identify opportunities for growth.
Process & Product Improvement: Apply your educational insights to refine strategies, improve processes, and enhance product usage.
Cross-Team Collaboration: Work with Sales, Marketing, Product, and Account Management teams to ensure seamless customer journeys and support.

Key Performance Indicators

Customer Retention & Engagement:
Achieve an 80% customer retention rate from trial to full adoption.
Conduct at least two proactive touchpoints during every customer trial.
Onboarding & Documentation:
Map and document all customer journeys for smooth onboarding.
Create and maintain up-to-date support materials.
Product Adoption & Support:
Deliver tailored training sessions to boost product understanding.
Respond to customer inquiries within agreed SLAs.
Process Improvement:
Regularly implement customer feedback to improve products and processes.
Ensure all support resources remain current and relevant.

Requirements

At least 3 years of experience in Literacy, English, and/or SEND education.
Proven ability to build meaningful customer relationships and deliver exceptional service.
Outstanding verbal and written communication skills to present complex concepts clearly.
Creative and proactive problem-solving abilities.
Quick learner with the ability to explain technical solutions to a non-technical audience.
Experience in customer success or support roles.
Proficiency in Microsoft 365 and CRM platforms.
Strong project management skills for task prioritisation and execution.

Benefits